Operation Head

2 days ago

Gurgaon, Haryana, India Mibugo Consulting Full time ₹ 12,00,000 - ₹ 36,00,000 per year

A seasoned
Operations Head
with 10 to 15 years of progressive experience in managing large-scale BPO operations across domestic and international processes. Skilled in driving process excellence, performance optimization, client relationship management, and workforce productivity. Proven ability to deliver operational efficiency, enhance customer satisfaction, and lead cross-functional teams towards achieving business objectives.

Location: Karnal Haryana

Key Responsibilities:

  • Operational Management:
  • Oversee daily operations across multiple BPO processes ensuring adherence to SLAs, KPIs, and client expectations.
  • Manage workflow distribution, team utilization, and process productivity to ensure high-quality service delivery.
  • Team Leadership & People Management:
  • Lead and mentor a team of operations executives, team leaders, and quality analysts.
  • Conduct regular performance reviews, identify training needs, and implement employee engagement strategies to boost morale and retention.
  • Client & Stakeholder Management:
  • Serve as the primary point of contact for clients, ensuring smooth communication and issue resolution.
  • Participate in client reviews, process transitions, and continuous improvement initiatives.
  • Performance & Quality Monitoring:
  • Track and analyze operational metrics to identify gaps and implement process improvements.
  • Work closely with the Quality and Training teams to ensure process compliance and superior customer experience.
  • Process Improvement & Cost Efficiency:
  • Implement Lean Six Sigma methodologies to streamline workflows and reduce operational costs.
  • Develop and standardize operational processes for scalability and consistency.
  • Strategic Planning:
  • Forecast manpower requirements and plan resource allocation in line with business growth.
  • Contribute to strategic business planning, budgeting, and operational forecasting.
  • Compliance & Risk Management:
  • Ensure adherence to company policies, data security norms, and regulatory requirements.
  • Identify risks in operations and implement preventive measures.

Key Achievements:

  • Successfully managed operations of over 20
    0+ associates
    across voice, non-voice, and blended processes.
  • Achieved
    95%+ SLA compliance
    consistently over multiple quarters.
  • Led multiple
    process migration and transition projects
    for global clients with zero disruption.
  • Reduced process errors by
    20%
    through automation and workflow restructuring.
  • Played a vital role in
    revenue enhancement
    by improving productivity and reducing attrition rates.

Core Competencies:

  • Operations & Workforce Management
  • Process Optimization & Quality Assurance
  • Client Relationship Management
  • Performance Analytics & Reporting
  • Strategic Planning & Execution
  • People Development & Leadership
  • Transition & Migration Management
  • Cost & Resource Optimization

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